Team and Role Introduction:
The Buyer Experience (CX) team is responsible for improving the end-to-end journey experience for our buyers on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform.You will lead strategic, cross-functional projects across SEA to drive customer value creation and resolution of customer experience friction areas. This position will engage in holistic business problem solving, clearly defining multi-faceted projects and outcomes, and regular communication with senior management.Strategic thinking, comfort with data analysis, cross-functional influence, project management, and executive presentation skills are essential.

Responsibilities:

-Lead the development of comprehensive customer experience strategies aligned with the company's goals and objectives.
-Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
-Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
-Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
-Ensure complex initiatives are executed on time, within scope, with successful implementation.
-Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.